NEC UNIVERGE BLUE® ENGAGE ADVANCED Contact Centre package offers IVR, skills-based routing, and historical reporting. You also get the option to add full omni-channel capabilities to take the conversation well beyond just voice.
NEC UNIVERGE BLUE® ENGAGE COMPLETE contact centre delivers exceptional performance - bolstered by built-in omni-channel, custom integrations, inbound/ outbound capability, scheduling management, workforce optimisation, and much more.
The UNIVERGE BLUE ENGAGE ADVANCED and COMPLETE contact centre agent console enables agents to use a Graphical User Interface (GUI) to manage customer interactions of all media, including phone, chat, email and voicemail.
Benefits of the agent interface are:
Easy to use Windows desktop or web Interaction and Status management tool
Unlimited Custom Statuses with availability configuration
Up to 10 concurrent Chat conversations
Chat Response Templates Optional Automatic "in focus" of chat window for new chat interactions or new incoming messages
Classifications/Disposition capabilities configurable by interaction type, team and / or skill
Call and screen recording toggle
Inter-agent group chat
Outbound calling (Phonebook Contact entry or ad hoc dialed numbers)
Conference and transfer capabilities with context sharing
Email interaction suspension and resumption
Agent driven task scheduling
Real time interaction statistical display
Desktop notifications for incoming interactions of all types
Email response templates filterable by Team and by Queue delivery
The ADVANCED and COMPLETE agent console interface is available as a standalone Windows app or a web tool.
Both views show their status, queues, queue status as well as additional tools such as phonebook, keypad and chat. Supervisors can use agent status as reported by the ENGAGE agent to take actions in the moment to enhance customer experience; they can monitor interactions, “whisper” to the agent to assist them in a non-disruptive manner, or if needed take control of the conversation. This is possible for both voice and chat interactions.
Crucially, interactions fielded via the ENGAGE agent - whether via voice or other channels, if omni-channel capability has been enabled - gather critical customer and business-level data, which in turn powers extensive real-time analytics and historical reporting.
Univerge blue engage advanced & complete Agent Interface (desktop)
Univerge blue engage advanced & complete Agent Interface (web)